The attempt by UK media and telecoms group Virgin Media O2 (VMO2) to recast traditional SLAs as ‘success agreements’ (SAs) for larger business customers can easily be dismissed as a marketing gimmick, and will certainly not change the calculus upon which its quality of service will be judged. It is really just a change of name to reflect evolution of SLAs in many industries, towards reflecting tangible outcomes for customers rather than easily measurable parameters such as downtime over a year expressed as a percentage, average bit-rate, or scale of compensation paid when terms are breached. A number of other top tier operators have evolved SLAs in similar ways, but without renaming them as VMO2 has done. This move comes around…